Remote Contact Center Specialist (Crisis Intervention)
Adiova, Pakistan

• This opening is for all shifts 7am-3pm, 3pm-11pm, and overnight from 11pm-7am (central time zone) *Must be available to work 2 of the 3 shifts and must be available to work complete shifts

• Due to the 24-hour nature of the agency contact center, all Contact Center Specialists are required to work during disasters and on occasional holidays, as part of a team rotation

• Specialists will receive extensive training in crisis counseling, information & referral, and suicide prevention

• Specialists will be trained to answer inquiries via phone, text and chat

• Contact Center Specialists provide callers with free, confidential short-term emotional support, crisis intervention, suicide prevention, information, referrals, follow-up, and advocacy

• Understand and follow all established procedures and recognized best practices

• Employ active listening techniques to assist callers in de-escalating from mental health issues/concerns

• Provide appropriate response to caller needs by following the VIA LINK crisis intervention model

• Provide critical resources and support to individuals in crisis

• Follow all VIA LINK contact center procedures and personnel policies

• Accurately complete call reports and contact documentation

• Work occasional holidays and unscheduled hours as needed

• Work effectively as a team member

• Actively participate in required training in order to enhance professional self and aid in program development

• Protect the confidentiality of agency location, software, records, etc

• Troubleshoot minor tech issues, as this is a remote, computer-based position

• Upon completion of training, staffed Specialists will be issued an agency laptop for continued work

• Contact Center Specialists are required to interact with a broad range of callers

• Ability to maintain regularly scheduled full-time shifts: either night shift, day shift, or a combination of the two

• Reliable laptop/computer (PC not MAC) with secure and private wifi internet connection (computer must have a video camera to attend online training sessions held via zoom video call)

• Excellent computer skills including the ability to submit online reports, use email, and utilize internal search databases

• Excellent verbal and written communication, including the ability to effectively communicate with callers, co workers, and supervisors

• Excellent interpersonal skills, ability to empathize with others, and a non-judgmental attitude

• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary support to callers

• Ability to work independently and to carry out daily tasks to completion, follow prescribed routines, and standard accepted practices

• Collaborates well with others

• Candidates are required to attend all training shifts over the course of two months

Job Rewards and Benefits